A road map towards customer satisfaction

Achieving customer satisfaction is one of the most crucial business targets of an organization. In a project environment, the customer usually measures a project’s success using the famous "golden triangle", expecting the project to end on time and meet both cost and scope targets. In this paper, we identified the relative importance of each of these three project success measures on customer satisfaction, analyzing more than 400 projects from different industries and cultures. It was found that in most industries, meeting scope targets has the greatest influence on customer satisfaction, while meeting cost targets has the lowest. This was found to be similar among different organization types, but different among cultures. Characteristics unique to each industry and culture are also analyzed in this paper.